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Duties

WHAT IS THE TAXPAYERS' SERVICES (FORMERLY WAGE & INVESTMENT) DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Taxpayers' Services (Formerly Wage & Investment) Customer Account Services The following are the duties of this position at the full working level. Provide advice and assistance to customers; troubleshoot complex problems; and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities. Prepare standard login scripts and establishing network access protocols to enable customers to gain local or remote access. Review, validate, and standardize problem resolutions for inclusion in the problem resolution database. Serve as senior customer technical analyst with responsibility for resolving the most complex customer problems; e.g., by reimaging customer workstations and correcting other workstations affected by similar problems. Evaluate and report on new tools and trends in the customer support field such as browser-based and speech enabled customer support services; organize vendor demonstration sessions for other specialists; and recommend purchase of new tools to enhance the delivery of customer support services.

Requirements

Qualifications

Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE: GS-09 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Experience in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent: Analysis of the interrelationships of pertinent components of the system; Planning the sequence of actions necessary to accomplish the assignment; And Personal responsibility for at least a segment of the overall project. OR EDUCATION: A master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, statistics, operations research, engineering or technology management. OR A master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree in one or more of the fields identified above that provided a minimum of 24 semester hours in the development or adaptation of applications, systems or networks. OR COMBINATION OF EXPERIENCE AND EDUCATION: At least 1 year of combined graduate education and experience as defined in paragraphs above. SPECIALIZED EXPERIENCE: GS-11 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes: Experience that demonstrated an accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques. For example, assignments would show experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. Must have been in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent: Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; Adaptation of guidelines or precedents to the needs of the assignment. OR EDUCATION: You may substitute education for specialized experience as follows: A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to a Ph.D. OR equivalent doctoral degree in computer science, information science, information systems management, mathematics, statistics, operations research, engineering or technology management; OR equivalent doctoral degree in one or more of the fields identified above that provided a minimum of 24 semester hours in the development or adaptation of applications, systems or networks. OR COMBINATION OF EXPERIENCE AND EDUCATION: At least 1 year of combined graduate education and experience as defined in paragraphs above. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Contacts

• Address WI - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748